Need Advice: Phone Integration in Omnichannel Workspace without ACS

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Posted on by viet561995

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Hi everyone,

I'm working with a customer who wants their phone system fully integrated into the Omnichannel Customer Service Workspace, all within a single screen, similar to what's shown in Microsoft's video. However, the telephony service provider in our country (Mobiphone) has informed us that they cannot port their services to Azure Communication Services (ACS).

Given that my customer already has the Customer Service Enterprise license and wants to maintain the Omnichannel dashboard functionality, what would be the best solution for achieving phone integration without ACS? Is there a way to work around this limitation and still deliver a seamless all-in-one experience?

Any suggestions or insights would be greatly appreciated!